chasdvorak
Well-known member
We wanted to thank Steve Kennel, Warranty and Service Rep, Chris, Service Manager and his team for the excellent out of warranty work which was recently performed on our 2009 BH 3580. We've thoroughly enjoyed our coach every seasonal weekend at a local campground and during 3-4 road trips per year (not quite retired yet).
We purchased this Heartland product because of the price, looks, floorplan and excellent reputation of an innovative brand. We've had some self-service, dealer service and rally service in the past with little or no cost. The recent service I received went above and beyond all expectations of the RV industry.
I noticed a slight sag on the roof of our coach behind the air conditioner and some distortion to a side wall. I took some pictures and sent them to Heartland for evaluation. Steve Kennel contacted me, requested additional information and offered to repair the unit if necessary. I dropped off my coach at the factory and asked him what type of repair would be performed if it got to that point. Steve advised they would look at the area and repair what appeared to be a problem with one of the trusses. He also said they would replace the roof if that's what it took to fix the rig. I thought Steve was joking........... he wasn't.
So, imagine our suprise when we picked up the coach yesterday and it had a new roof. We were expecting to find an effective, but maybe not so eye apealling fix with a bunch of screws, staples and caulk. We were wrong. I'm not just talking about a new rubber cover....they replaced the entire roof and a portion of the siding. If that wasn't enough, they went over the entire rig and performed some other tune-ups which included re-caulking the entire rig. Tim and his crew did an excellent job and even took the time to box up clothes in the closet so they would not get dirty during repairs.
All of this occurred between the holidays while Steve was dealing with some medical events of his own. Steve took ownership for the issue, expained the cause, the repairs and promised to treat my coach as if it were his own (I'm thinking he treated it as if it belonged to the Brady family).
We were a little concerned that the expansion of the product line and recent aquisition would have an impact on the way Heartland did business. It didn't....they stand by their product, customers and employees. We bought a Heartland product for the appearance and value but could not expect this level of commitment and service on an out of warranty coach.
Kudo's to Steve, Tim, Jim Beletti and all of the Heartland crew..... We were fortunate to jump on Jim's bandwagon the week we purchased our rig and have appreciated his hard work. We've met some great people online and at the rallies.
Thanks to all and best wished in the New year,
Chuck and Reggie Dvorak
2009 BigHorn 3580
HOC# 1229
We purchased this Heartland product because of the price, looks, floorplan and excellent reputation of an innovative brand. We've had some self-service, dealer service and rally service in the past with little or no cost. The recent service I received went above and beyond all expectations of the RV industry.
I noticed a slight sag on the roof of our coach behind the air conditioner and some distortion to a side wall. I took some pictures and sent them to Heartland for evaluation. Steve Kennel contacted me, requested additional information and offered to repair the unit if necessary. I dropped off my coach at the factory and asked him what type of repair would be performed if it got to that point. Steve advised they would look at the area and repair what appeared to be a problem with one of the trusses. He also said they would replace the roof if that's what it took to fix the rig. I thought Steve was joking........... he wasn't.
So, imagine our suprise when we picked up the coach yesterday and it had a new roof. We were expecting to find an effective, but maybe not so eye apealling fix with a bunch of screws, staples and caulk. We were wrong. I'm not just talking about a new rubber cover....they replaced the entire roof and a portion of the siding. If that wasn't enough, they went over the entire rig and performed some other tune-ups which included re-caulking the entire rig. Tim and his crew did an excellent job and even took the time to box up clothes in the closet so they would not get dirty during repairs.
All of this occurred between the holidays while Steve was dealing with some medical events of his own. Steve took ownership for the issue, expained the cause, the repairs and promised to treat my coach as if it were his own (I'm thinking he treated it as if it belonged to the Brady family).
We were a little concerned that the expansion of the product line and recent aquisition would have an impact on the way Heartland did business. It didn't....they stand by their product, customers and employees. We bought a Heartland product for the appearance and value but could not expect this level of commitment and service on an out of warranty coach.
Kudo's to Steve, Tim, Jim Beletti and all of the Heartland crew..... We were fortunate to jump on Jim's bandwagon the week we purchased our rig and have appreciated his hard work. We've met some great people online and at the rallies.
Thanks to all and best wished in the New year,
Chuck and Reggie Dvorak
2009 BigHorn 3580
HOC# 1229
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